Front Office manager

Horseshoe Bay Resort•Redwood City, CA

15d•$89,000 - $89,500

About The Position

The Front Office Manager supervises the daily operations of the Front Desk staff to maximize revenues and profits while achieving optimal guest satisfaction. The role oversees Guest Service Agents, implements company programs, and ensures that Front Desk operations comply with SOPS and LSOPs while providing quality service and hospitality. The manager responds to guest requests and concerns, accommodates groups, and resolves complaints and customer complications. They support and develop staff through interviewing, hiring, training, performance evaluation recommendations, communication, problem resolution, and recommendations for discipline or termination when appropriate. The role also requires maintaining professional conduct, following attendance and safety policies, and performing other related duties as assigned. The position involves regularly standing and walking while working behind the Front Desk, communicating with guests and associates, using a computer system and calculator, and preparing reports on room availability and revenues. The manager is expected to remain composed during emergencies and busy periods, use sound judgment to resolve unusual situations, and maintain effective working relationships with associates, customers, and patrons.

Requirements

Ability to communicate in English, verbally and in writing.
Self-starting personality with an even disposition; maintain a professional appearance and manner.
Ability to communicate effectively with guests and work cooperatively with coworkers as a team player.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Basic mathematical skills and considerable skill using a calculator to complete moderately complex calculations accurately.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to stand, walk, and continuously work behind the front desk.
Ability to observe and detect signs of emergency situations.
Ability to prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Adaptability to changes in the work area and hotel procedures, willingness to learn or improve skills, ability to solve routine problems, and willingness to ask for help when needed.

Responsibilities

Interview, hire, and train Front Desk staff; recommend performance evaluations, resolve problems, maintain open communication, and recommend discipline or termination when appropriate.
Respond to guests’ special requests, needs, problems, issues, and concerns, and accommodate groups to support guest satisfaction and repeat business.
Implement company programs and supervise daily Front Desk operations to comply with SOPS and LSOPs, maximize revenue, motivate associates, and provide quality service and hospitality.
Supervise Guest Service Agents.
Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for clerks and other employees.
Research and resolve customer complications and complaints; determine effective solutions and make decisions based on experience and judgment, adapting to unusual situations as needed.
Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.
Maintain professional and courteous interactions with guests and associates, and follow hotel standards for work procedures, dress, grooming, punctuality, and attendance.
Adhere to hotel security policies and procedures, including key controls, lifting heavy objects, chemical use, and reporting safety hazards and concerns.